Release Notes - Language I/O for Zendesk Chat & Tickets v3.0 (Q1.2023)

These are the Release Notes for version 3.0, released on January 3^rd, 2023.

Please see the installation instructions here.

Improvements 

Improved translation experience and workflows for agents

We made multiple enhancements to improve the translation experience for Zendesk agents. Some of these improvements include:

• Better handling of attachments in translation workflows, notably when the option "automatically send after translation"  is selected,
• Improvements in the detection of a user’s language when they submit their first chat, ticket, or message (see also the "Custom "LIO Detected Locale Code" field is now optional" section below),
• Better guidance to agents about the translation options available to them, based on the type of support session,
• And more!

With this new version, agents can expect to see improvements to their workflows that give them, and their end-users, a much more seamless response process via translation.

Toggling automatic translation of inbound messages on and off

You can now toggle automatic translations of inbound (customer) messages on and off. This was previously only possible for outbound (agent) messages. You can also define separate default actions for tickets or chats/messaging. You can find the relevant toggles in the custom settings of your Language I/O app:

This expanded range of behaviors gives you greater flexibility to handle customer messages, allowing the agent further control to determine when translation is needed.

When automatic translation is turned off, agents must click the "lightning" button to translate the message:

The translation appears in the conversation just like the automated ones.

Custom "LIO Detected Locale Code" field is now optional

It is no longer required for admins to configure the custom field "LIO Detected Locale Code" in Zendesk for the Language I/O plugin to function. We made several behind-the-scene improvements to the new version of Language I/O for Zendesk Chat & Tickets so that it can now detect and store the conversation language without requiring this field to be created.

While this custom field is now optional, Language I/O still recommends that you keep it in the admin section of Zendesk in Objects and rules > Tickets > Fields, as it can be useful for analytics purposes and could give better granularity and fine-detail in the data. For example, you could create precise filters in your reports to see the number of tickets in a given language versus others, which can help you in determining how to best address the queries you receive from your users. 

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